The word of the moment in Technology is Bots or maybe Artificial Intelligence. If you are not necessarily in the industry you might get confused about what it is all about. Bots are defined as software applications that are programmed to do certain tasks (Cloudflare). Usually these tasks include monotonous and automated tasks.
A very good example of a Bot is in Search Engine crawlers. Web crawler is a program developed to scan the web page. The crawler scans the entire page, indexes it and lists it on the search engine. It evaluates any particular web page based on several different factors such as keywords, table, page titles etc. (seocertification.org)
The bots have been developed further to be used in many more scenarios that enable companies to better utilise their human resources and leave the automated tasks to bots. Bots are automated, which means they run according to their instructions without a human user needing to start them up.
In the communication industry, we have found that the use of Bots has increased efficiency and reduced costs for many organisations. One of the major areas that uses Bots in social media and these are referred to as Social Bots
As defined by Wikipedia, a Social Bot is an agent that communicates more or less autonomously on social media. It is related to chatbots but mostly only uses rather simple interactions or no reactivity at all. It usually targets favours certain ideas, supporting campaigns, or aggregating other sources either by acting as a follower or gathering followers itself.
A chatbot can answer simple questions for your customers 24/7, so why not add it to your communication strategy? In case the complexity of the conversation grows, the chatbot will put the customer in touch with an available agent or invite him to leave a message to be contacted as soon as possible. Furthermore, a chatbot can be a powerful time-saving internal tool for your employees. As a knowledge base, it can help your agents to find quickly answers and solutions to issues.
It is fundamental to improve the overall experience that customers will “live” throughout their relationship with the company itself. Artificial Intelligence, Chatbot and Virtual Reality will decrease the weight of human interaction in favour of a more immersive digital Customer Experience, a phenomenon that companies must take into account in redefining their Customer Service. Business Insider experts predict that by 2020, 80% of enterprises will use chatbots.
The combination of analytics and chat bots can help to reduce cost of operations, especially with overheads. It can also reduce the chances of human errors and mitigate the need for constant human intervention.